We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 360264 results
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Decision Reference DRN-4352315
19 Feb 2024 Allium Money Limited UpheldConsumer CreditDRN-4352315 The complaint Mrs T complains that Allium Money Limited won’t refund to her the money that she paid for some holiday club membership points. Her husband is also involved in her complaint and she’s being represented by a claims management company. What happened Mrs T and her hus... (5 pages)View decision -
Decision Reference DRN-4631558
19 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4631558 The complaint Mr C complains that Starling Bank Limited (“Starling”) failed to deal with his request for a refund after making a number of transactions. What happened Mr C explained that he registered with an online gambling website I’ll refer to as L. He transferred funds into... (3 pages)View decision -
Decision Reference DRN-4605335
19 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4605335 The complaint Ms M is unhappy with National Westminster Bank Plc. NatWest issued a new card to Ms M. Unlike her previous card that was chip and pin this new card was contactless. Ms M didn’t want this and hadn’t asked for it. What happened Ms M didn’t ask for, or want, a contac... (2 pages)View decision -
Decision Reference DRN-4308748
19 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4308748 The complaint Mr F is unhappy that Revolut Ltd decided not to refund him after he says he was the victim of an Authorised Push Payment (APP) scam. What happened In summary Mr F was contacted by scammers pretending to be from his bank. They told him his account was at risk and h... (3 pages)View decision -
Decision Reference DRN-4567492
19 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4567492 The complaint Mr C complains that Starling Bank Limited (“Starling”) failed to deal with his request for a refund after making a number of transactions. What happened Mr C explained that he registered with an online gambling website I’ll refer to as L. He transferred funds into... (3 pages)View decision -
Decision Reference DRN-4186421
19 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4186421 The complaint Mr F complains Lloyds Bank PLC (“Lloyds”) acted on his instructions to remove him from a joint account held with his wife. He’s assisted in bringing this complaint by his attorneys and their representatives. What happened On 4 March 2010 Mr F made a property and f... (3 pages)View decision -
Decision Reference DRN-4556346
19 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4556346 The complaint Ms L complains about how AXA Insurance UK Plc handled a claim made on her motor insurance policy. She wants it to refund her policy excess and increase her compensation for being without a courtesy car. What happened Ms L was involved in an incident and AXA took ... (2 pages)View decision -
Decision Reference DRN-4496696
19 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4496696 The complaint Ms M complains that Lloyds Bank PLC (“Lloyds”) failed to refund transactions she didn’t recognise. What happened Ms M noticed a number of transactions had been recorded on her account that she didn’t recognise. She reported them to Lloyds and confirmed that she ha... (4 pages)View decision -
Decision Reference DRN-4388980
19 Feb 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4388980 The complaint Mr P complains that Tandem Personal Loans Limited, trading as Oplo, won’t refund to him the money that he paid for some holiday club membership credits. He’s being represented in his complaint by a claims management company. What happened Mr P’s representative say... (6 pages)View decision -
Decision Reference DRN-4546728
19 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4546728 The complaint Mr L1, Mrs L, Mr L2 and Mr L3 complain about U K Insurance Limited’s (UKI) settlement of their travel insurance claim. My references to UKI include its claim handler agent. Mr L1 has led the claim and complaint for his family so for simplicity I’ll just refer to M... (4 pages)View decision
